Supervisor, Customer Experience

This position is responsible for managing the daily activities of the Billing Operations team to ensure the accurate and timely billing of customer accounts. This role involves supervising staff, managing workflows, and implementing processes to enhance efficiency and customer satisfaction. The Billing Operations Supervisor will collaborate with various departments, including IT, customer service, credit/collections and regulatory teams, to resolve billing issues and support continuous improvement initiatives aligned with Southern Company Gas’ commitment to excellence and putting the customer at the center of what we do. This position requires strong leadership competencies to drive performance, foster teamwork, and deliver results.

Key Responsibilities

• Leading People: Supervise and lead the Billing Operations team, providing guidance, training, and performance evaluations to ensure team effectiveness and development. Foster a positive and inclusive work environment that encourages collaboration and continuous improvement.
• Driving Operational Excellence: Ensure accurate and timely generation of customer bills in accordance with Southern Company Gas’ policies and regulatory requirements. Monitor and manage billing cycles, workflows, and processes to optimize efficiency and accuracy, leveraging the company’s advanced billing systems.
• Customer Focus: Address and resolve complex billing issues and customer inquiries in a timely and effective manner, ensuring high levels of customer satisfaction. Develop and implement process improvements to enhance billing accuracy, efficiency, and customer satisfaction, aligning with Southern Company Gas’ strategic goals.
• Collaboration and Teamwork: Collaborate with IT, customer service, credit/collections, regulatory, and other departments to troubleshoot and resolve billing system issues, ensuring seamless operations. Build and maintain strong working relationships across the organization.
• Strategic Thinking: Prepare and analyze billing reports to identify trends, discrepancies, and opportunities for improvement, providing actionable insights to senior management. Stay updated on industry trends, best practices, and regulatory changes affecting billing operations, ensuring Southern Company Gas remains at the forefront of the industry.
• Integrity and Compliance: Ensure compliance with all relevant regulations, policies, and procedures, including those specific to the utility industry and the Southern Company Gas standards of conduct. Participate in audits and provide necessary documentation and support, ensuring transparency and accountability.
  
  

Qualifications

• BA/BS degree in business, accounting, economics, technology or similar fields, or equivalent work experience
• 5-7 years combined experience with the utilities or other related experience.
• Proficient Minimum of 5-7 years of experience in billing operations, or relevant work experience, preferably within the utility industry.
• Understanding of billing systems, processes, and regulatory requirements, with a preference for experience with Southern Company Gas’ specific systems (CC&B)
• Excellent analytical, problem-solving, and organizational skills
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, etc.) and CC&B,
• Strong communication and interpersonal skills
• Ability to work effectively in a fast-paced, dynamic environment, demonstrating Southern Company Gas’ values of integrity, respect, and excellence
  
  

Preferred Qualifications

• Experience with specific billing systems used by Southern Company Gas, such as CC&B
• Knowledge of utility industry regulations and standards, particularly those affecting Southern Company Gas
• Equivalent Work Experience
• Prior supervisory or team leadership experience
• Familiarity with Southern Company Gas customer service protocols and commitment to delivering exceptional service
  
  

About Southern Company Gas

Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE:SO), America’s premier energy company. Southern Company Gas serves approximately 4.2 million natural gas utility customers through its regulated distribution companies in four states and approximately 600,000 retail customers through its companies that market natural gas. Other nonutility businesses include investments in interstate pipelines and ownership and operation of natural gas storage facilities. For more information, visit southerncompanygas.com .

Southern Company (NYSE: SO ) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com .

Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Identification: 19869

Job Category: Customer Service

Job Schedule: Full time

Company: Nicor Gas

Pay Range: $77,258.00 - $121,405.90 USD Annually: Base salary varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, and at the time of this posting, this is the reasonable salary range for this role.